Customer Service Manager

Skills Required:

• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Familiarity with CRM systems and practices

Job Description:

• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer / client accounts through open and interactive communication
• Responsible to do end to end coordination with high end clients
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Develop project, logistics plan and procedures
• Provide shipping duration for the planned modes of transportation
• Route and arrange transportation of shipments
• Develop project logistics estimate coordinate transportation for normal loads, special oversized loads, hazardous and complex international shipments by all modes of transportation
• Evaluate traffic related proposals such as inland carriers, freight forwarders, export packers, charter shipments, ocean, air, freight rate agreements and custom brokers
• Perform expediting and / or tracing activities with carriers, packers, and shipping agents
• Support purchasing with carrier related insurance claims for overage, lost or damaged cargo
• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota

Growth Opportunities:

• Remuneration and appraisals will be as per the achievement of targets
• The exposure level is immense as the target market is not restricted